Technical Support Manager (Tech StartUp)

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Requirements:

• Excellent written and spoken English communication skills to convey technical information clearly.
• Experience in technical support roles (L1/L2) with troubleshooting expertise.
• Familiarity with support KPIs (e.g., FRT, ART, CSAT) and a track record of using data to enhance performance.
• Confidence and professionalism in video calls for addressing technical concerns.
• Ability to take ownership of customer interactions, resolve issues independently, and avoid unnecessary escalations.
• Strong multitasking and problem-solving abilities in a fast-paced environment.
• A growth mindset with a drive for continual learning and improvement.

Responsibilities:

• Serve as the primary point of contact for customer inquiries, providing timely and effective support via Slack, Intercom, or other channels.
• Troubleshoot technical issues thoroughly and independently.
• Proactively jump on video calls to provide real-time assistance, build trust, and strengthen user relationships.
• Monitor and analyze support metrics (e.g., ticket resolution time, CSAT, NPS) for high performance and continuous improvement.
• Take ownership of the knowledge base by creating, updating, and refining resources.
• Identify trends in customer feedback, collaborating with product and engineering teams to drive user-centric solutions.
• Contribute to the development and optimization of support workflows and processes.